DTEN · 4 hours ago

Customer Support Engineer - Eastern TimeZone

Eastern US

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Provide global support for our worldwide customer base and manage simultaneous customer cases in a highly demanding environment.

Develop and maintain excellent relationships with our customers and partners, and help improve and maintain the highest level of customer satisfaction.

Logging and managing issues using appropriate management tools (Zendesk).

Promptly escalate unresolved issues to appropriate internal teams.

Provide impeccable follow-up with customer issues and status in a timely manner

Proactively working the support ticket queue and managing customer expectations on resolution time.

Work closely with the development team to help resolve the product bugs and deliver solutions in a timely fashion.

Proactively identify issues and take mitigation steps before they become 'noticed' by customers.

Responsible for troubleshooting hardware and software technical issues

Deliver positive communications to our internal and external customers.

Offer additional tips, best practices and solutions, related to their service issue, whenever possible.

Maintain a state-of-the-art subject matter expertise on existing and planned technologies, including related products and services.

Proactively share knowledge with internal and external customers, by providing new and updated FAQ solution material.

Work cross-functionally with Product, Engineering, and other teams to ensure resolution of customer issues.

Qualification

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